Dear Sir or Madam,

I am writing to inform you that I am cancelling my Revolut Metal Subscription plan, which I purchased on August 22nd. After spending a lot of time trying to explain the contents of this letter to your support agents through your terrible in-app chat support, who have refused to give me an email address to continue the conversation, I have to resort to sending you this letter via regular post. While I am aware that I can normally cancel the Revolut Metal plan through the Revolut Mobile App, I am unable to do so because the app asks me to pay the amount of 50 GBP for the card I received, which I am not willing to do for reasons outlined below.

Please understand that according to EU law, you have to honor my request to cancel my Revolut Metal Subscription, since 14 days have not yet passed from the day of purchase. This request to cancel my subscription is independent of the card fee, and must be respected regardless of how you decide to proceed with the 50 GBP that you believe I owe you. In other words, you can not continue charging me monthly subscription payments because of a debt that you think I have. With this letter I declare to you that I will not be responsible for any further subscription fees or charges that you might try to charge me if you do not cancel my subscription.

Regarding the card fee, I am refusing to pay the unreasonably high amount of 50 GBP for a metal card because I feel I have been mislead into ordering it. Revolut has been incredibly misleading when promoting the benefits of the Revolut Metal plan, especially to customers residing in Switzerland. Specifically, on the 22nd of August I received an email from you stating the following:

Think instant cashback in a fiat or cryptocurrency of your choice, a dedicated concierge service, £600 of free international ATM withdrawals each month and worldwide insurance that’ll cover you for health, dental, flight and luggage delays.

Then, I opened the app and just before signing up enthusiastically, I saw the same benefits listed again (see the screenshot included in this letter). Within a day of signing up, I discovered the following:
The “worldwide” travel, medical and device insurances are not available for residents of Switzerland, however this exception is not mentioned anywhere in any of your promotions. When signing up to the metal plan the benefits not available for residents of Switzerland are listed normally. This happens even though the app knows that I am currently located in Switzerland and that my only registered address with Revolut is in Switzerland. I am sure that this geographic exception appears somewhere in your T&C agreement. However, I am also sure that it would likely be trivial on your side to hide these benefits for your Swiss users, or at least place an asterisk or warning icon next to the benefit.
The Concierge service has not replied to my single request in 5 days. I’m not sure it’s working at all.
The online chat support within the app is truly abysmal and the worst support I have ever encountered from any company ever. The chat app highly dysfunctional: It sometimes misses notifications or messages and displays an annoying pink pop-up covering half the screen that will re-appear every few seconds no matter how many times you close it. Sometimes, the queuing time is 5-6 hours, even on weekdays during business hours. The live agents providing the support act like robots. They often take more than 10 minutes to reply, and when they do, they don’t seem to read what I’m writing at all and instead point me to barely relevant FAQ articles. I asked “Kate” if she’s a bot or not, and she replied with “I’m a live agent”. Perhaps you’re experimenting with the turing test?
Top ups from Switzerland are even more expensive than I had originally thought.

It is very sad to see a company that tries to be better than a bank be so much worse in the most important ways. I’m able to close my Santander account over the phone, but I have to spend hours chatting on a shitty chat app and then write a letter and mail it through regular post to cancel my Revolut subscription. But most importantly, Revolut is misleading its customers by omission of geographic exceptions when advertising its offerings, which is very ironic for a company that tries so hard to build a friendly, trustworthy no-bullshit brand image by using simple language and decorating its website and app with smileys. Claiming to offer services that you do not offer on a signup screen, and hiding the fact that I’m an exception to these offerings because of where I live, is pretty close to the definition of deceiving your customers and is exactly the kind of bullshit banks used to do 30 years ago (😡 cute emoji?).

Because of your deceptive practices outlined above, I refuse to pay for the card you mislead me into ordering, or pay you any money at all for whatever reason out of principle. I ordered the card for the benefits that come with it and mostly the travel insurance and concierge service, not for the actual metal. I would be happy to send it back to you, although I understand that it might not be very useful since you have printed my name on it. If you continue to insist that I have to pay for the card that you deceived me into ordering, I will ask for legal advice regarding whether not letting me cancel my subscription for free (within 14 days of the day of purchase) is legal here in Switzerland and in the EU. I will also look into whether your promotional practices and the way you mislead your customers into buying your products in Switzerland conform with local laws and exercise all my legal rights.

Also note that I have been a Revolut Premium member for more than a year, and was a happy customer until top-ups stopped being free in Switzerland last fall. I asked you to let me cancel my plan early at that point through your shitty in-app chat support, but your support agents/bots back then were just as unhelpful as they are now.

Please also see the screenshot of your sign up screen on the next page, as viewed by a user with an address in Switzerland. For convenience, you can also share, view and comment on this letter here: [REDACTED]. I will be happy to answer any questions you may have over email or over the phone.

My customer details are:
[REDACTED]

Best regards,
[REDACTED]